System and method providing backup local ordering for establishment using a remote ordering system

ABSTRACT

An order taking system and method for an establishment, or a plurality of establishments, each having an order taking facility associated with the establishment enabling a customer to place an order for an item from the establishment. Order placing equipment is located near the order taking facility being capable of receiving an order for the item from the customer. A remote order taking facility is located remotely from the establishment. A local order taking facility is associated with the establishment. A first communication link is used between the order placing equipment of the order taking facility and the remote order taking facility. A second communication link is used between the order placing equipment and the local order taking facility. The order taking system is operable in a first mode operatively coupled via said first communication link to said remote order taking facility and in a second mode operatively coupled via said second communication link to said local order taking facility.

This application is a continuation of U.S. patent application Ser. No.10/910,033, filed Aug. 3, 2004, and claims priority therefrom.

TECHNICAL FIELD

This invention relates to an ordering system for ordering items from anestablishment and method therefore and, more particularly, to such anordering system utilizing a remote order taking facility.

BACKGROUND

It is common for retail establishments, particularly restaurants, tofacilitate drive-up customers with drive-up lanes and windows to servicethe customer. A customer will typically drive up to a menu/order boardand communicate the customer's wishes from the vehicle to staff,including an order taker, inside the retail establishment. The customer,still in the vehicle, will then proceed to one or more windows in orderto pay for the purchase, if required, and pick up the merchandise.

An intercom system typically facilitates communication between theoccupant of the vehicle, the customer, and the staff inside theestablishment. In a “fast food” restaurant situation, a post mountedspeaker and microphone, located near a menu board, is hard wired to anintercom base station located inside the restaurant. The base stationwirelessly communicates with a portable device worn by an order taker.The portable device is typically a transceiver worn as a belt pack andan accompanied wired headset. Alternatively, in some instances, theportable device is self-contained on a wearable headset eliminating theneed for a belt pack. The order taker typically listens continually tothe post mounted microphone and presses a button in order to speak tothe vehicle occupant as needed.

In many systems and methods of ordering items from an establishment froma drive-up or drive-thru facility, the order is orally communicateddirectly from the post-mounted speaker and microphone to an order takingfacility, typically a drive-thru order specialist wearing a headset, inthe establishment. The order specialist, or others, then collect theordered item or items and handle the transaction with the customer at adrive-up window, taking money for the ordered item, making change andhanding the order to the customer. This system and method usuallyresults in a satisfactory and convenient manner in which the customerobtains the ordered item without leaving the vehicle. However, staff inthe establishment, including the order specialist, can becomeoverwhelmed during peak activity periods especially since the orderspecialist may also have other responsibilities associated with theestablishment.

Recently, systems and methods have been developed in which the ordertaking process is moved off-site from the establishment. An example isdescribed in U.S. Patent Application Publication No. US2003/0225622,Doan, entitled “Method and System For Entering Orders of Customers.” InDoan, a communication link is established between an offsite employeeand an order-placing talk box at a restaurant. The communication link isutilized for two-way voice communication so that a food order can betaken from a customer located at the restaurant by the offsite employee.A data communication link is utilized by the offsite employee to enterthe order into the onsite computer-based sales management system whichfacilitates food preparation, fee collection, and the recording ofsales. The offsite employee can utilize a personal computer toaccomplish the stated functions, the communication link can be providedby the internet and the customer can be located within a vehicleadjacent the restaurant when placing the order.

SUMMARY OF THE INVENTION

While the afore-mentioned offsite system and method described in Doanallows shifting of duties and resources from the local establishment,the system and method also brings forth a host of additional issues andproblems, usually of a type not occurring in previous, all-localordering systems.

Since the offsite system is dependent upon a communication link betweenthe order placing facility at the establishment to the physical locationat which the order taking facility is located, it is recognized thatforeseen and unforeseen problems may be encountered with thecommunication link which may render the offsite ordering process notcompletely reliable. If and when this should occur, the establishmentmay be unable to fulfill orders from customers possibly located onlyfeet from the establishment. One embodiment of the present inventioninvolves establishing a backup communications link between the orderplacing facility and the establishment in event that the offsiteordering facility can not take orders for the establishment and/or cannot communicate those orders taken to the establishment. Other aspectsof the present invention involve important and unforeseen systems andprocedures for switching from and to an offsite order taking facilityand systems and processes for ancillary communication important for thesmooth and preferably seamless switching between ordering systems.

In a preferred embodiment, the present invention provides an ordertaking system for an establishment having an order placing facilityassociated with the establishment enabling a customer to place an orderfor an item from the establishment. Order placing equipment is locatednear the order placing facility being capable of receiving an order forthe item from the customer. A remote order taking facility is locatedremotely from the establishment. A local order taking facility isassociated with the establishment. A first communication link is usedbetween the order placing equipment of the order placing facility andthe remote order taking facility. A second communication link is usedbetween the order placing equipment and the local order taking facility.The order taking system is operable in a first mode operatively coupledvia said first communication link to said remote order taking facilityand in a second mode operatively coupled via said second communicationlink to said local order taking facility.

In a preferred embodiment, the order taking system switches from thefirst mode to the second mode under control of the establishment.

In a preferred embodiment, the order taking system switches from thefirst mode to the second mode automatically.

In a preferred embodiment, the order taking system switches from thefirst mode to the second mode in response to the first communicationlink becoming unavailable.

In a preferred embodiment, the order taking system switches from thefirst mode to the second mode in response to the first communicationlink becoming unavailable for a predetermined period of time.

In a preferred embodiment, the order taking system switches from thesecond mode back to the first mode in response to the firstcommunication link becoming available.

In a preferred embodiment, the order taking system switches from thesecond mode to the first mode only after a predetermined period of timeelapses between successive ones of the customer at the order placingfacility.

In a preferred embodiment, the order taking system switches from thefirst mode to the second mode dependent upon a time of day.

In a preferred embodiment, a third communication link is utilizedbetween the remote order taking facility and the establishment, thethird communication link being capable of communicating the order fromthe remote order taking facility to the establishment.

In a preferred embodiment, a fourth communication link from the orderplacing facility to the establishment allowing a person in theestablishment to monitor communication occurring on the firstcommunication link.

In a preferred embodiment, the third communication link allows theremote order taking facility to contact the establishment in order tofollow up on the order.

In a preferred embodiment, the order placing equipment is a microphonelocated near the order placing facility, the microphone being capable ofreceiving an oral order for the item from the customer; and a speakerlocated near the order placing facility, the speaker being capable ofbeing heard by the customer located at the order placing facility.

In a preferred embodiment, the first communication link facilitates oralcommunication of the order from the order placing facility to the remoteorder taking facility and facilitates oral communication from the remoteorder taking facility to the order placing facility and the secondcommunication link facilitates oral communication of the order from theorder placing facility to the local order taking facility andfacilitates oral communication from the local order taking facility andthe order placing facility.

In another embodiment, the present invention provides an order takingsystem for a plurality of establishments, each one of the plurality ofestablishments having an order placing facility associated with the oneof the plurality of establishments enabling a customer to place an orderfor an item from the one of the plurality of establishments. A pluralityof order placing equipments are each located near the order placingfacility associated with one the establishments and capable of receivingan order for the item from the customer. A remote order taking facilityis located remotely from the establishment. A plurality of local ordertaking facilities are each associated with the one of the plurality ofestablishments. A first communication link is associated with each ofthe plurality of establishments between the order placing equipment tothe remote order taking facility. A second communication link isassociated with each of the plurality of establishments between theorder placing equipment of the order placing facility to the local ordertaking facility. A control is associated with each of the plurality ofestablishments, operatively coupled to the first communication link andto the second communication link and located locally with respect to theestablishment allowing the establishment to switch between the firstcommunication link to the second communication link.

In a preferred embodiment, each of the plurality of establishments,through the use of the control, may individually select either of thefirst communication link and the second communication link to be activeat any point in time.

In another embodiment, the present invention provides a switching systemfor an establishment having an order placing facility associated withthe establishment enabling a customer to place an order for an item fromthe establishment. A first communication link is established between theorder placing facility and a remote order taking facility. A secondcommunication link is established between the order placing facility andthe local order taking facility. The switching system is capable ofswitching between the first communication link and the secondcommunication link.

In another embodiment, the present invention provides a method of takingorders for an establishment having an order placing facility associatedwith the establishment enabling a customer to place an order for an itemfrom the establishment using a remote order taking facility locatedremotely from the establishment, a local order taking facility locatedwithin the establishment, a first communication link between the orderplacing equipment and the remote order taking facility and a secondcommunication link between the order placing equipment and the localorder taking facility. The first communication link is used tocommunicate the order to the remote order taking facility. The thirdcommunication link is used to communicate the order to theestablishment. Communication is switched from the first communicationlink to the communication link to communicate the order from anothercustomer at the order placing facility to the establishment directlywithout utilizing the remote order taking facility.

In a preferred embodiment, the switching step occurs when order takingthrough the remote order taking facility fails to operatesatisfactorily.

In a preferred embodiment, communication is further switched back fromthe second communication link to the first communication link.

In a preferred embodiment, the switching steps are under control of theestablishment.

In a preferred embodiment, only one of the first communication link andthe second communication link is active at any point in time.

In a preferred embodiment, the first communication link is active bydefault.

In a preferred embodiment, the establishment is a restaurant and theorder is a food order.

In a preferred embodiment, the remote order taking facility comprises acall center.

In a preferred embodiment, the first communication link, at least inpart, is the internet.

In a preferred embodiment, the second communication link is hard-wired.

In another embodiment, the present invention provides an order takingsystem for an establishment having an order placing facility associatedwith the establishment enabling a customer to place an order for an itemfrom the establishment. Order placing equipment is located near theorder placing facility being capable of receiving an order for the itemfrom the customer. A first communication link is adapted to communicatebetween the order placing equipment and a remote order taking facility.The order taking system provides a first signal to the remote ordertaking facility in response to the customer being present at the orderplacing facility.

In another embodiment, the present invention provides a method of takingorders for an establishment having an order placing facility associatedwith the establishment enabling a customer to place an order for an itemfrom the establishment, adapted to interface with a remote order takingfacility located remotely from the establishment, having a local ordertaking facility located within the establishment, using a firstcommunication link between the order placing equipment and the remoteorder taking facility. The first communication link is used tocommunicate the order to the remote order taking facility. The thirdcommunication link is used to communicate the order to theestablishment. A first signal is provided to the remote order takingfacility in response to the customer being present at the order placingfacility.

In a preferred embodiment, the order taking system further provides asecond signal to the establishment in response to the customer beingpresent at the order placing facility.

In a preferred embodiment, a second communication link allows a personin the establishment to monitor communication occurring on the firstcommunication link.

In a preferred embodiment, a third communication link is used betweenthe remote order taking facility and the establishment, the thirdcommunication link being capable of communicating the order from theremote order taking facility to the establishment.

In a preferred embodiment, the third communication link allows theremote order taking facility to contact the establishment in order tofollow up on the order.

In another embodiment, the present invention provides an order takingsystem for an establishment having an order placing facility associatedwith the establishment enabling a customer to place an order for an itemfrom the establishment. Order placing equipment located near the orderplacing facility being capable of receiving an order for the item fromthe customer. A first communication link is adapted to communicatebetween the order placing equipment and a remote order taking facility.A second communication link allowing a person in the establishment tomonitor communication occurring on the first communication link.

In another embodiment, the present invention provides a method of takingorders for an establishment having an order placing facility associatedwith the establishment enabling a customer to place an order for an itemfrom the establishment, adapted to interface with a remote order takingfacility located remotely from the establishment, having a local ordertaking facility located within the establishment, using a firstcommunication link between the order placing equipment and the remoteorder taking facility. The first communication link is used tocommunicate the order to the remote order taking facility. The thirdcommunication link is used to communicate the order to theestablishment. A person in the establishment is allowed to monitorcommunication occurring on the first communication link.

In a preferred embodiment, the order taking system further provides asignal to the establishment in response to the customer being present atthe order placing facility.

In a preferred embodiment, a third communication link is providedbetween the remote order taking facility and the establishment, thethird communication link being capable of communicating the order fromthe remote order taking facility to the establishment.

In a preferred embodiment, the third communication link allows theremote order taking facility to contact the establishment in order tofollow up on the order.

In another embodiment, the present invention provides an order takingsystem for an establishment having an order placing facility associatedwith the establishment enabling a customer to place an order for an itemfrom the establishment. Order placing equipment is located near theorder placing facility being capable of receiving an order for the itemfrom the customer. A first communication link is adapted to communicatebetween the order placing equipment and a remote order taking facility.A second communication link is provided between the remote order takingfacility and the establishment, the second communication link beingcapable of communicating the order from the remote order taking facilityto the establishment. The second communication link allows the remoteorder taking facility to contact the establishment in order to follow upon the order.

In another embodiment, the present invention provides a method of takingorders for an establishment having an order placing facility associatedwith the establishment enabling a customer at the order placing facilityto place an order for an item from the establishment, adapted tointerface with a remote order taking facility located remotely from theestablishment, having a local order taking facility located within theestablishment, using a first communication link between the orderplacing equipment and the remote order taking facility. The firstcommunication link is used to communicate the order to the remote ordertaking facility. The third communication link is used to communicate theorder to the establishment. The remote order taking facility is allowedto contact the establishment in order to follow up on the order.

In a preferred embodiment, the order taking system further provides asignal to the establishment in response to the customer being present atthe order placing facility.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates a prior art intercom system utilizable in a drive upretail establishment;

FIG. 2 illustrates a prior art remote ordering system utilizing a callcenter;

FIG. 3 is a block diagram of an ordering system in accordance with anaspect of the invention; and

FIG. 4 is a detailed schematic diagram of a switching element utilizedin accordance with an aspect of the invention.

DETAILED DESCRIPTION

The entire contents of U.S. application Ser. No. 10/910,033, filed Aug.3, 2004, is hereby incorporated by reference.

FIG. 1 illustrates a prior art intercom system useful in a retailestablishment 10 having a drive up facility, such as a restaurant, andparticularly useful in a fast food type restaurant having a drive up, ordrive-thru, facility. Speaker 12 and microphone 14 are post 15 mountednear a menu board (not shown) adjacent the drive up lane atestablishment 10. Speaker 12 and microphone 14 are connected via cable16 to base station 18 in the interior of establishment 10. An ordertaker 20, operating as an order taking facility, is able to communicateto a customer present in a vehicle in the drive up or drive-thru lanenear the post 15 mounted speaker 12 and microphone 14. Typically, ordertaker 20 wears a belt-pack 22 coupled to an associated headset 24 bywire 26. Belt pack 22 commonly includes at least one button which ordertaker 20 may press to enable belt pack 22 to transmit to base station 18and, via wire 16, to the customer located near the drive up post.Otherwise, belt pack 22 is commonly in “listen only” mode enabling ordertaker 20 to listen to the customer but not to talk to the customer.

Thus, the prior art system described above establishes a completelylocal, with respect to establishment 10, communication system and methodenabling a customer located near a communication post near thedrive-thru facility of establishment 10 to place an order for an item tobe subsequently picked at establishment 10. In a typical embodiment fora fast food type restaurant, the customer drives up to post 15 at thedrive-thru facility containing speaker 12 and microphone 14. Thecustomer then typically peruses a menu board located in the vicinity ofthe drive-up post 15, selects the order and orally transmits the orderdirectly to order taker 20 in establishment 10 through a communicationlink established by hardwire and, optionally, local intercom. The orderis gathered and/or prepared and delivered to the customer at a pick-upwindow, usually after the customer has paid for the item, typically atthe pick-up window.

In contrast, the system described in U.S. Patent Application PublicationNo. US2003/0225622, Doan, entitled “Method and System For EnteringOrders of Customers,” the contents of which is hereby incorporated byreference, uses an off-site order taking facility to handle the ordertaking function. An embodiment of this system is illustrated in blockdiagram of FIG. 2. As in the prior art system described above, acustomer approaches drive-thru post 15, optionally peruses a menu boardand selects an item or items to order. However, instead of speakingdirectly with someone in establishment 10, or otherwise located locallywith respect to establishment 10, communication link 28 connects thecustomer, preferably via the internet 30 to a remote order takingfacility such as call center 32. Call center 32 may be located in anyplace geographically but is generally preferred to be remote withrespect to establishment 10, i.e., not located within or within theimmediate vicinity of establishment 10. A representative in call center32 may then communicate directly with the customer at drive-thru post 15via communication link 28 to take the customer's order. Call center 32then communicates the order to establishment 10 through a data link 34.Data link 34 transmits the order taken orally from the customer so thatthe order may be displayed, for example, to the employees ofestablishment 10 so that the order may be collected and/or prepared fordelivery to the customer.

However, significant problems can ensue should either of communicationlink 28 or data link 34 fail completely or fail to maintain adequatereliability and speed to facilitate the generally uninterrupted ordertaking and order communication responsibility of call center 32.

In an embodiment of the invention, a fall back communication link isprovided to handle communication from the customer located neardrive-thru post 15 to an order taking facility. An example of a systemutilizing this embodiment is illustrated in FIG. 3. In normal operation,order taking responsibility is handled by call center 32 usingcommunication link 28 from drive-thru post 15. The order taken isdistributed to establishment 10 using data link 34. However wheneverdesirable or necessary, switching element 36 can intercept communicationfrom drive-thru post 15 and instead route communication, typically oral,from drive-thru post 15 directly to an order taking facility, typicallyorder taker 20, associated with establishment 10. Thus, order taking canrevert from being handled by call center 32, via communication link 28and internet 30, to being handled directly by establishment 10 viacommunication link 38.

Switching element 36 can switch order taking responsibility fromestablishment 10 to call center 32 and from call center 32 toestablishment 10. Control of switching element 36 can be handled byestablishment 10, call center 32 or automatically depending upondiffering scenarios in different embodiments. Although it is preferredthat call center 32 have primary responsibility for order taking, it isalso possible that establishment 10 have primary responsibility fororder taking with call center 32 only being in certain circumstances,during certain periods of activity such as busy time periods or slacktime periods or during certain periods of the day such as meal times orbetween meal times.

In one embodiment, switching element 36 is under control of personnel inor associated with establishment 10. As an example, switching element 36is controlled by a switch located within establishment 10 so thatpersonnel in establishment 10 can designate which facility has ordertaking responsibility. This embodiment provides establishment 10 withgreat flexibility in choosing the responsible order taking facility.

In another embodiment, switching element 36 is operated automaticallydependent upon certain predetermined conditions. As an example,switching element 36 switches responsibility for order taking from callcenter 32 to establishment 10, by utilizing communication link 38instead of communication link 28, in response to one or both ofcommunication link 28 or data link 34 becoming unavailable or upon oneor more remote communication links becoming unstable or unreliable. Inan embodiment, switching element 36 switches from call center 32 toestablishment 10 after a remote communication link is unavailable for apredetermined period of time, for example, thirty (30) seconds.

In another embodiment, switching element 36 may be switched back, e.g.,manually in establishment 10, or may be switched automatically, e.g., inresponse to remote communication links becoming available. In oneembodiment, switching element 36 switches from establishment 10 to callcenter 32 only after remote communication become available and apredetermined period of time elapses between successive customers atdrive-thru post 15. This will help ensure that sufficient time existsbetween customers so that a clear change of order taking responsibilityoccurs.

FIG. 4 illustrates a detailed schematic diagram of switching element 36.Switching element 36 may be located anywhere along communication linksbut preferably near drive-thru post 15 and/or establishment 10 so as tominimize the risk of an interruption in the communication link betweendrive-thru post 15 and establishment 10. In a preferred embodiment,switching element 36 is located in drive-thru post 15. Control ofswitching element 36 can still be located elsewhere, e.g., inestablishment 10, in call center 32 or in an automatic switchingarrangement.

Switching element 36 is operatively coupled to drive-thru post 15through port 40. Switching element 36 is operatively coupled to callcenter 32 via communication link 28 and internet 30 through port 42.Switching element 36 is operatively coupled to establishment 10 viacommunication link 38 through port 44. Switching element 36 containsswitches 46 and 48. Switch 46 handles “out going” communication, i.e.,communication from drive-thru post 15 to either call center 32 orestablishment 10. Switch 48 handles “incoming” communication, i.e.,communication from call center 32 or establishment 10 to drive-thru post15. Switches 46 and 48 are double-pole switches configured to operate inconcert. When switches 46 and 48 are in an upper switched position,drive-thru post 15 is operatively coupled to call center 32. Whenswitches 46 and 48 are in a lower switched position, drive-thru post 15is operatively coupled to establishment 10.

In a preferred embodiment, an “outgoing” communication link, i.e.,communication out from drive-thru post 15, is maintained betweenswitching element 36 and establishment 10 even when call center 32 hasorder taking responsibility. In this scenario, personnel inestablishment 10 can monitor oral communication occurring betweendrive-thru post 15 and call center 32 in order to gain an advance noticeof orders being communicated to call center 32 or for other purposes.This additional communication link can be achieved by allowing switch 46to also maintain contact with port 44 as well as port 42.

In another embodiment, another communication link, preferably oral,either is maintained or can be established between call center 32 andestablishment 10. This additional communication link can be used by callcenter 32 personnel to follow up with an order transmitted toestablishment 10 via data link 34. As an example, a customer may modifyan already existing order after the order has been transmitted toestablishment 10 perhaps to request a special service. This additionaloral communication link can be used to keep personnel of establishment10 knowledgeable about orders being placed without making themcontinuously responsible for facilitating order taking.

In an embodiment, microphone 14 is located in drive-thru post 15,microphone 14 being capable of receiving an oral order for the item fromthe customer. Speaker 12 is also located in drive-thru post 15, speaker12 being capable of being heard by the customer.

In an embodiment, the present invention provides an order taking systemfor a plurality of establishments, each one of the plurality ofestablishments 10 each having a drive-thru post 15 enabling a customerat drive-thru post 15 to place an order for an item at thatestablishment 10. A remote order taking facility, call center 32 islocated remotely from at least one of the establishments 10.Communication link 28 is associated with each of the plurality ofestablishments 10 between drive-thru post 15 and call center 32.Communication link 38 is associated with each of the plurality ofestablishments 10 between drive-thru post 15 and the local order takingfacility, usually in each of the establishments 10. Switching element 36is associated with each of the plurality of establishments 10 allowsswitching between communication link 28 and communication link 38.

In an embodiment, each of the plurality of establishments 10 may beindividually switched between communication link 28 and communicationlink 38. Either communication link may be active at any point in time.

In an embodiment, a signal is provided to call center 32 in response tothe customer being present at drive-thru post 15. This signal may takethe form of an auditory signal, an icon or illustration on a computerdisplay or any other sensory signal form to which call center 32personnel may be responsive.

In an embodiment, a signal is provided to establishment 10 responsive toa customer being present at drive-thru post 15 even when call center 32is responsible for order taking. Again, this signal may take any formbut, in an embodiment, may be auditory. This signal may be useful topersonnel in establishment 10 to alert them, particularly during slowperiods, that an order is likely to be communicated shortly from callcenter 32. Establishment 10 personnel may be conducting cleaning orrestocking functions, for example, during slow periods and the signalalerts them to be ready for an order when the order is transmitted.

While the various aspects of the invention have been described generallyin the field of restaurants and, particularly fast food restaurants, itis to be recognized and understood that the present invention may finduseful in many other establishments outside of the food or restaurantindustry which may take advantage of remote order taking facility.

While the different communication links have been generally described asbeing hardwired when local and utilizing the internet when remote, it isto be recognized and understood that many other forms of communicationlinks are contemplated to be utilized as well. Other types ofcommunication links include telephone, both land line and wireless,walkie-talkie, leased lines, radio, satellite, microwave and the like.In a preferred embodiment, remote voice communications are establishedusing voice-over-internet-protocol (VOIP).

Various modifications and alterations of this invention will be apparentto those skilled in the art without departing from the scope and spiritof this invention. It should be understood that this invention is notlimited to the illustrative embodiments set forth above.

1: An order taking system for an establishment enabling a customer toplace an order for an item from said establishment, the systemcomprising: order placing equipment located near said establishmentbeing capable of receiving an order for said item from said customer; alocal order taking facility associated with said establishment; a firstcommunication link adapted to communicate between said order placingequipment and a remote order taking facility; a second communicationlink between said order placing equipment and said local order takingfacility; and a switching element that switches said order taking systemfrom a first mode in which said order placing equipment is operativelycoupled via said first communication link to said remote order takingfacility to a second mode in which said order placing equipment isoperatively coupled via said second communication link to said localorder taking facility.
 2. The order taking system of claim 1 whereinsaid switching element switches said order taking system from said firstmode to said second mode under control of said establishment. 3: Theorder taking system of claim 1 wherein said order placing equipmentcomprises: a microphone being capable of receiving an oral order forsaid item from said customer; and a speaker being capable of being heardby said customer. 4: The order taking system of claim 1 wherein: saidfirst communication link facilitates oral communication of said orderfrom said order placing equipment to said remote order taking facilityand facilitates oral communication from said remote order takingfacility to said order placing equipment; and said second communicationlink facilitates oral communication of said order from said orderplacing equipment to said local order taking facility and facilitatesoral communication from said local order taking facility to said orderplacing equipment. 5: The order taking system of claim 1 wherein saidremote order taking facility comprises a call center. 6: The ordertaking system of claim 1 wherein said second communication link ishard-wired. 7: The order taking system of claim 1 wherein saidestablishment comprises a restaurant and wherein said order comprises afood order. 8: The order taking system of claim 1 wherein said secondcommunication link couples said order placing equipment to said remoteorder taking facility via the internet. 9: The order taking system ofclaim 1 further comprising a third communication link that connects saidremote order taking facility to said local order taking facility suchthat the order placed by the customer at said order placing equipment tosaid remote order taking facility is communicated back to said localorder taking facility via said third communication link. 10: The ordertaking system of claim 1 wherein said switching element switches saidorder taking system from said first mode to said second modeautomatically. 11: The order taking system of claim 10 wherein saidswitching element switches said order taking system from said first modeto said second mode automatically when said first communication link isunavailable. 12: The order taking system of claim 11 wherein saidswitching element switches said order taking system back to said secondmode from said first mode when said first communication link becomesavailable once again following said first communication link becomingunavailable. 13: The order taking system of claim 10 wherein saidswitching element switches said order taking system from said first modeto said second mode automatically when said first communication link isunavailable for a pre-determined amount of time. 14: The order takingsystem of claim 13 wherein said pre-determined amount of time isapproximately 30 seconds. 15: The order taking system of claim 10wherein said switching element switches said order taking system fromsaid first node to said second mode automatically when said firstcommunication link is unavailable for a pre-determined amount of timeand a pre-determined period of time elapses between successive customersat said order placing equipment. 16: The order taking system of claim 1wherein said switch element includes a plurality of double-pole switchesconfigured to operate in concert. 17: An order taking system for anestablishment enabling a customer to place an order for an item fromsaid establishment, the system comprising: order placing equipmentlocated near said establishment being capable of receiving an order forsaid item from said customer; a local order taking facility associatedwith said establishment; a remote order taking facility; and a switchingelement that switches said order taking system from a first mode inwhich said order placing equipment is operatively coupled to said remoteorder taking facility to a second mode in which said order placingequipment is operatively coupled to said local order taking facility.18: The order taking system of claim 17 wherein said switching elementswitches said order taking system from said first mode to said secondmode under control of said establishment. 19: The order taking system ofclaim 17 wherein said switching element switches said order takingsystem from said first mode to said second mode automatically. 20: Theorder taking system of claim 19 wherein said switching element switchessaid order taking system from said first mode to said second modeautomatically when a communication link between said order placingequipment and said remote order taking facility is unavailable for apre-determined amount of time and a pre-determined period of timeelapses between successive customers at said order placing equipment.